Introduction to the ServiceNow Base Pack PowerPack

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This section describes how to use the "ServiceNow Base Pack" PowerPack in conjunction with one of the ServiceNow SyncPacks that sync Skylar One events with ServiceNow components using Skylar Automation.

This PowerPack contains the run book automation policies and a run book action policy that you use with the "ServiceNow Cases" SyncPack, the "ServiceNow Events" SyncPack, or the "ServiceNow Incident" SyncPack.

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ScienceLogic provides this documentation for the convenience of ScienceLogic customers. Some of the configuration information contained herein pertains to third-party vendor software that is subject to change without notice to ScienceLogic. ScienceLogic makes every attempt to maintain accurate technical information and cannot be held responsible for defects or changes in third-party vendor software. There is no written or implied guarantee that information contained herein will work for all third-party variants. See the End User License Agreement (EULA) for more information.

What Does the ServiceNow Base Pack PowerPack Monitor?

The "ServiceNow Base Pack" PowerPack enables you to model and collect data about ServiceNow Incident and CMDB tables so that you can sync Skylar One Events with ServiceNow Incidents, and you can sync Skylar One Devices with ServiceNow Configuration Items (CIs). You can also use this PowerPack to sync Events or Cases between Skylar One and ServiceNow.

The "ServiceNow Base Pack" PowerPack monitors the ServiceNow Incident and CMDB tables, and it returns information about Incident types, priorities, and states, displaying the information in an easy-to-consume dashboard. The PowerPack also returns information about the CI records that are actively being synced between Skylar One and ServiceNow via Skylar One Skylar Automation, including basic CI metadata as well as an overall count.

This PowerPack contains Run Book Automation policies and a Run Book Action policy that you can use with the "ServiceNow Incident" SyncPack, the "ServiceNow Cases" SyncPack, or the "ServiceNow Events" SyncPack in Skylar One Skylar Automation.

The "ServiceNow Base Pack" PowerPack includes:

  • The "REST: Performance Metrics Monitor (ServiceNow)" Dynamic Application, which collects performance data such as connection errors, latency, SSL errors, and timeouts
  • The "ServiceNow: CMDB Configuration" Dynamic Application, which provides data for PowerFlow systems communicating with ServiceNow
  • The "ServiceNow: Incident Metrics" Dynamic Application, which collects information about the types, statuses, and properties of ServiceNow Incidents
  • The "ServiceNow CMDB: Un-Mapped Device Classes" event policy and additional "REST: Error count" policies
  • A "ServiceNow" device class for ServiceNow instances
  • The following run book automation policies to automate adding, updating, and clearing cases, events, or incidents, and to automate creating ServiceNow cases, events, or incidents in Skylar One:
    • ServiceNow: [Cases] - Add/Update
    • ServiceNow: [Cases] - Click to Create
    • ServiceNow: [Cases] - Event Cleared
    • ServiceNow: [Events] - Add/Update
    • ServiceNow: [Events] - Click to Create
    • ServiceNow: [Events] - Event Acknowledged
    • ServiceNow: [Events] - Event Cleared
    • ServiceNow: [Incidents] - Add/Update
    • ServiceNow: [Incidents] - Click to Create
    • ServiceNow: [Incidents] - Event Acknowledged
    • ServiceNow: [Incidents] - Event Cleared

  • The following run book action policies:

    • ServiceNow: Add/Update/Clear Case
    • ServiceNow: Add/Update/Clear Event
    • ServiceNow: Add/Update/Clear Incident
  • The "ServiceNow: Create, Update, Clear Incident or Event" and the "ServiceNow: Send to PowerFlow" run book action types
  • Two Sample SOAP/XML Credentials:
    • "The ServiceNow DA - Example" credential, which connects Dynamic Applications to a ServiceNow instance
    • "The ServiceNow RBA - Example" credential, which sends event payload information to Skylar Automation using the run book automations
  • The "ServiceNow Open Incidents" Dashboard, which displays information about ServiceNow incident statuses and types

Installing the ServiceNow Base Pack PowerPack

By default, installing a new version of a PowerPack overwrites all content in that PowerPack that has already been installed on the target system. You can use the Enable Selective PowerPack Field Protection setting in the Behavior Settings page (System > Settings > Behavior) to prevent new PowerPacks from overwriting local changes for some commonly customized fields. For more information, see the section on Global Settings.

To install the "ServiceNow Base Pack" PowerPack:

  1. Search for and download the PowerPack from the PowerPacks page at the ScienceLogic Support Center (Skylar One > PowerPacks, login required).
  2. In Skylar One, go to the PowerPacks page (System > Manage > PowerPacks).
  3. Click the Actions button and choose Import PowerPack. The Import PowerPack dialog box appears.
  4. Click [Browse] and navigate to the PowerPack file from step 1.
  5. Select the PowerPack file and click Import. The PowerPack Installer modal displays a list of the PowerPack contents.
  6. Click Install. The PowerPack is added to the PowerPacks page.

If you exit the PowerPack Installer modal without installing the imported PowerPack, the imported PowerPack will not appear in the PowerPacks page. However, the imported PowerPack will appear in the Imported PowerPacks modal. This page appears when you click the Actions menu and select Install PowerPack.